Real-Time and Conversation Intelligence Explainer

[0:00]

Your customer's interactions with your contact center can make or break their experience with your business. Many contact center agents struggle to navigate customer inquiries, relying only on fragmented information and outdated scripts.

Here's what a contact center interaction could look like with no agent guidance.

Let's join an in-progress call.

[0:26]

Agent

‍Thanks for verifying that for me. How can I help you today?

[0:29]

Customer

Yeah, I got an email about a new family subscription plan you guys are offering. My wife currently has a separate account, and I wanted to see how much we could save per month if we got on a family plan together.

[0:42]

Agent

Um, yeah, we just released that plan, but let me pull up some details.

(Pause)

[0:52]

Agent

I'm sorry, I'm actually having trouble finding that information. Did you check our website for pricing by any chance?

[1:02]

Customer

Yeah. I mean, I started there, and I couldn't find anything. Hoping you could help me.

[1:09]

Agent

Um, I'm really sorry. Do you mind if I just put you on hold for a second?

[1:13]

The agent in this example most likely escalated this issue, causing customer friction and longer resolution time.

[1:21]

Creovai Conversation Intelligence flags key moments in conversations, helping you quickly see what went well and what needs improvement. With Creovai, you can identify friction points and guide your agents to better outcomes.

[1:36]

Let's see how post-conversation intelligence can uncover opportunities to help agents and improve customer interactions.

[1:45]

For this example interaction, the agent's supervisor is now generating post-interaction insight categories from the transcript to identify contact and effort drivers so they can take action.

[1:57]

These prescriptive dashboards let the supervisor view trends holistically across all conversations, highlighting their top opportunities to improve the agent and customer experience.

[2:13]

Apply post-call insights to live conversations for informed agent guidance.

[2:19]

Agent

Thanks for verifying that for me. How can I help you today?

[2:24]

Customer

I got an email about a new family subscription plan you guys are offering. My wife currently has a separate account, and I wanted to see how much we could save per month if we got on a family plan together. What would my monthly price look like if I upgraded to the family plan?

[2:40]

Agent

Yeah, so the new family plan would be $50 a month for two lines, which is actually $10 less than what you would be paying per person with individual plans.

[2:52]

Conversation intelligence and real-time guidance work together to create a continuous improvement loop. We call this informed agent guidance.

[3:11]

Ready to see Creovai in action? Request a demo.